Real-Time Analyst

2 weeks ago

Makati, Philippines Lean Solutions Group Full time

The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO environment.

Key Responsibilities

  • Monitor call/chat/email queues and agent activity in real-time to ensure service level agreements (SLAs) are consistently met.

  • Enforce schedule adherence and ensure proper use of activity codes across teams.

  • Track and analyze intraday metrics such as shrinkage, AHT, outages, and under/overstaffing to recommend adjustments.

  • Provide timely updates to Operations regarding staffing compliance, skill allocation, and system performance.

  • Generate and share real-time and intraday reports on KPIs (adherence, shrinkage, service levels, interval compliance).

  • Assist in scheduling management, including distribution of shrinkage and shift adjustments when needed.

  • Escalate issues and propose solutions to minimize operational impact.

  • Support Operations during unexpected events (outages, spikes in volume, absenteeism) with actionable recommendations.

Qualifications & Skills

  • At least 1–2 years of experience as a Real-Time Analyst, Workforce Analyst, or in a similar role within the BPO/Call Center industry .

  • Strong understanding of BPO operations and workforce management practices.

  • Proficiency in WFM tools (Aspect preferred; Verint or IEX acceptable).

  • Advanced Microsoft Excel skills (LOOKUP, INDEX, pivot tables, MATCH, macros, etc.).

  • Strong analytical, problem-solving, and decision-making skills.

  • Excellent written and verbal communication skills.

  • Ability to multitask, prioritize, and respond quickly in high-pressure environments.

Education

  • At least Senior High School Graduate or College Level (any course).

  • Bachelor’s degree is an advantage but not required.

Work Setup & Schedule

  • Onsite work in Makati City .

  • Flexible; must be willing to work shifting schedules, weekends, and holidays depending on business needs.

  • Must be willing to start immediately.

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